Background to this inspection
Updated
16 July 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an Expert by Experience (ExE).
An ExE is a person who has personal experience of using or caring for someone who uses this type of care service. The ExE made telephone calls to people receiving care, their families or next of kin.
Service and service type
This service is a domiciliary care agency providing nursing and/or personal care to older people and children in their homes in the community.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service a short period of notice of the inspection. This was because it is a small service and we needed to be sure that there would be someone in the office during the inspection.
Inspection activity started on the 25 June 2019 and ended on 28 June 2019. We visited the office location on the 27 June and the ExE carried out telephone calls to people in conjunction with the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection including notifications. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection-
During our visit to the office we spoke with seven members of staff including the provider/registered manager, care manager, training manager, care coordinator, nursing and care staff. We reviewed a range of records including two peoples care plans in full and a further two care plans to look at specific areas of care. We looked at three staff files in relation to recruitment, supervision, training and induction and a variety of records relating to the management of the service. This included audits, quality assurance records, policies and protocols.
After the inspection
We reviewed information gathered by the ExE during telephone calls to ten people who use the service, or care for people using the service.
Updated
16 July 2019
About the service
Diversity Care Solutions Limited is a small domiciliary care agency in Battle. It provides care and nursing to 17 children and adults with long term, complex health conditions, including life limiting and life threatening conditions. It also provides support with personal care to two older people living in their own homes. Each person has a package of care that includes visits throughout the week, with some covering night time support.
People’s experience of using this service and what we found
The service provided was bespoke to each person, this meant people received care and support that had been tailored to meet their individual care and/or nursing needs. People were supported safely, and risks regarding their care had been assessed.
People and their relatives were involved in the planning of care and any changes to the way care and support was delivered. Care plans were detailed and included all relevant guidance and protocols. Care was delivered in ways that supported people’s safety, health and welfare. People’s needs and choices were well documented and understood by staff. Individual communication needs were identified and recorded in care plans with specific communication guidance for staff.
People’s health was monitored, and referrals made to other agencies if any issues were noted. Specific guidance was in place regarding people’s nutritional needs and medicine procedures were in place to ensure people received their medicines as prescribed.
Care and support was delivered in line with current legislation and evidence-based guidance with regular reviews being completed. A consistent staffing group meant staff knew people well and understood their needs and preferences. People were encouraged to continue hobbies and interests that were important to them and supported to maintain relationships with friends and family.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff told us they loved their jobs and felt supported by the registered manager and office team. There were enough staff to ensure people received the care and support they needed. Staff were safely recruited, well trained and supported by a dedicated team of office staff. There was also a 24 hour on call support. People spoke highly of the service and staff, telling us staff supported people in a way that promoted their independence whilst ensuring their dignity and privacy was maintained.
The registered manager and staff placed emphasis on person centred high quality care. There was an open culture which was inclusive and valued people and their individuality. Staff were aware of their roles and responsibilities.
There was a comprehensive system of quality checks and internal audits to monitor care, documentation, safety and quality of the service provided. Robust accidents and incident procedures included actions and lessons learned. These were taken forward to continually improve the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
Why we inspected
The last rating for this service was Good (published 3 November 2016)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.